How to Actually Show Empathy
We talk a lot about empathy in Sales and Service.
We know it matters. We know guests want to feel heard. We know it can help calm down difficult situations and build trust.
But the real question is this:
How do we actually show empathy in the moment?
It comes down to two words.
SORRY. SOLUTION.
“Sorry” is where empathy starts.
Saying sorry does not mean you are admitting fault. It does not mean you are blaming yourself, your team, or the dealership.
It simply means you are acknowledging how the guest feels. And that matters because you cannot tell people how to feel.
If a guest is frustrated, disappointed, confused, or upset, that is how they feel in that moment. We may not agree with everything they are saying, but we still need to acknowledge the emotion behind it.
A simple statement like, “I’m sorry this has been frustrating,” can go a long way.
Why?
Because people are more willing to listen once they feel heard.
That is where the solution comes in.
After you acknowledge how the guest feels, you need to give them a path forward.
That does not always mean giving them exactly what they want. It means giving them options, clarity, and a next step.
“I’m sorry this has been frustrating. Let’s look at what options we have.” Displays empathy with direction.
The order matters. If you jump straight to the solution, the guest may still have their defenses up. They may feel like you are brushing past their concern instead of hearing it.
But when you start with sorry, you lower the tension.
Then, when you offer the solution, the guest is more likely to receive it.
Showing empathy does not have to be complicated.
Acknowledge how they feel.
Then help them move forward.
SORRY. SOLUTION.
Comments